Customer Success Lead

Hi! I’m Lisa, VP of Revenue and Operations at Castle, and I’m the hiring manager for this role.

We’re a lean and intentional team (around 20, everyone’s an engineer except me, and maybe you) protecting some of the biggest brands in the world from account abuse. Many of our biggest customers have been using us for 5+ years and are used to communicating directly with me, our engineers and founders. You’d be our only CS hire as of now with the space to build out a function. You’d work closely with me and our two incredible Staff Solutions Engineers.

Where we need help is to deepen the relationships with our customers further. Strategize together, build out a new playbook, map out our customer journeys and from there work on what needs attention and improvement. Our customer base is diverse both in company type and size so there’s a lot to work with.

Bottom line, we’re not bringing someone in to be a first line of defense or handle chaos. We’re looking for someone who’s confident that they can build out a system, manage multifaceted customer relationships and identify patterns.

Why this role won’t be the headache it could be:

• We have essentially zero churn. Our biggest problem is that our product is much more diverse and powerful than a lot of our customers know so there’s a lot of space for further adoption.
• We're profitable and growing, continuously investing and inventing. No budget cut season.
• We have a solid tech stack, including our internal operator console CastleOS that we use for customer management, detection config, and commercial workflows that keeps things streamlined and effective. You’ll have access to information in the most seamless way.
• We want to do things well and are proud of what we are putting forward. High ownership and trust, low ego.
• Our founders are running product and care deeply about the feedback of our customers, what you identify and bring forward will be addressed and appreciated.
• We believe in outcome based work culture without fixed hours and provided to do lists. You are the owner of your work and we’ll do our absolute best to set you up for success through setting expectations up front and providing feedback on the way, not micromanaging.
• No 9-9-6 culture or anything of its sort. Normal work days, flexible schedule. Making sure everyone at Castle is supported (unlimited vacation, averaging 4-5 weeks), 401(k) with 6% matching, premium fully covered health insurance, paid sick leave etc are givens to set everyone at Castle up for success at work and in life.

I think the right candidate knows how to be effective, organized, curious and intentional. You should have a couple of years of experience with Customer Success preferably in a smaller to medium sized SaaS company. If you’ve worked in the cybersecurity space before that’s great and all but not required.

We have an office in Williamsburg where we work a couple of days a week but we’re a remote first company so we’re open to that setup as well.

If you honestly think you’d be a good fit please reach out to me directly and tell me why, my email is ***email_hidden***. I get tons of emails so please make sure to keep it short and include your LinkedIn. Looking forward to hearing from you if you made it this far and feel excited to apply.